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Citations for "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction"

by Ruth N. Bolton

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  1. Bolton, R.N. & Lemo, K.N. & Verhoef, P.C., 2002. "The Theoretical Underpinnings of Customer Asset Management," ERIM Report Series Research in Management ERS-2002-80-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  2. J. Augusto Felício & Carlos Robalo Freire, 2016. "From customer motivation to corporate performance. The role of strategic factors and distribution channels of financial service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 10(1), pages 135-157, March.
  3. repec:eee:ecolec:v:141:y:2017:i:c:p:106-118 is not listed on IDEAS
  4. Jackie Krafft & Evens Salies, 2008. "Why and how should innovative industries with high consumer switching costs be re-regulated?," Documents de Travail de l'OFCE 2008-04, Observatoire Francais des Conjonctures Economiques (OFCE).
  5. Viegas, Joaquim L. & Vieira, Susana M. & Melício, R. & Mendes, V.M.F. & Sousa, João M.C., 2016. "Classification of new electricity customers based on surveys and smart metering data," Energy, Elsevier, vol. 107(C), pages 804-817.
  6. Teerling, M.L. & Huizingh, Eelko K.R.E., 2006. "Exploring the concept of web site customization: applications and antecedents," Research Report 06F07, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
  7. Jolley, Bill & Mizerski, Richard & Olaru, Doina, 2006. "How habit and satisfaction affects player retention for online gambling," Journal of Business Research, Elsevier, vol. 59(6), pages 770-777, June.
  8. Goode, Sigi & Lin, Chinho & Fernandez, Walter & Jiang, James J., 2014. "Exploring two explanations of loyalty in application service provision," European Journal of Operational Research, Elsevier, vol. 237(2), pages 649-657.
  9. Efua Obeng & John Prescott & John Hulland & Robert Gilbert & James Maxham, 2015. "Retail capability systems," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 5(3), pages 103-122, December.
  10. Steven M. Shugan, 2008. "Editorial—Introduction to the Special Classics Issue," Marketing Science, INFORMS, vol. 27(1), pages 9-11, 01-02.
  11. Zhang, Ruijin & Li, Guoxin & Wang, Zhengpei & Wang, Haiyan, 2016. "Relationship value based on customer equity influences on online group-buying customer loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3820-3826.
  12. Augusto Felício, J. & Rodrigues, Ricardo, 2015. "Organizational factors and customers' motivation effect on insurance companies' performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1622-1629.
  13. Chieh-Peng Lin & Cherng Ding, 2009. "Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(4), pages 617-633, July.
  14. Siddharth Singh & Sharad Borle & Dipak Jain, 2009. "A generalized framework for estimating customer lifetime value when customer lifetimes are not observed," Quantitative Marketing and Economics (QME), Springer, vol. 7(2), pages 181-205, June.
  15. Anes Hrnjic, 2016. "The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(1), pages 53-77, April.
  16. Netzer, Oded & Lattin, James M. & Srinivasan, V. "Seenu", 2007. "A Hidden Markov Model of Customer Relationship Dynamics," Research Papers 1904r, Stanford University, Graduate School of Business.
  17. Nabaz T. Khayyat & Almas Heshmati, 2012. "Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region," Journal of Knowledge Management, Economics and Information Technology,, vol. 2(3), pages 1-7, June.
  18. Bitran, Gabriel R. & Rocha e Oliveira, Paulo & Schilkrut, Ariel, 2008. "Managing customer relationships through price and service quality," IESE Research Papers D/750, IESE Business School.
  19. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
  20. repec:kap:transp:v:44:y:2017:i:4:d:10.1007_s11116-016-9732-4 is not listed on IDEAS
  21. Ferrer, Juan-Carlos & Rocha e Oliveira, Paulo & Parasuraman, A., 2012. "The behavioral consequences of repeated flight delays," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 35-38.
  22. Gianna Giudicati & Massimo Riccaboni & Anna Romiti, 2013. "Experience, socialization and customer retention: Lessons from the dance floor," Marketing Letters, Springer, vol. 24(4), pages 409-422, December.
  23. Bas Donkers & Peter Verhoef & Martijn Jong, 2007. "Modeling CLV: A test of competing models in the insurance industry," Quantitative Marketing and Economics (QME), Springer, vol. 5(2), pages 163-190, June.
  24. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
  25. repec:pal:jorsoc:v:54:y:2003:i:7:d:10.1057_palgrave.jors.2601573 is not listed on IDEAS
  26. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  27. Son, Minhee & Han, Kyesook, 2011. "Beyond the technology adoption: Technology readiness effects on post-adoption behavior," Journal of Business Research, Elsevier, vol. 64(11), pages 1178-1182.
  28. Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
  29. Evgeni Stanimirov & Vladimir Jechev, 2013. "Consumer Orientation as a Factor for Satisfying the Clients," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 56-89.
  30. repec:ibf:ijmmre:v:10:y:2017:i:1:p:45-56 is not listed on IDEAS
  31. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
  32. Floh, Arne & Zauner, Alexander & Koller, Monika & Rusch, Thomas, 2014. "Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link," Journal of Business Research, Elsevier, vol. 67(5), pages 974-982.
  33. Michael Braun & David A. Schweidel, 2011. "Modeling Customer Lifetimes with Multiple Causes of Churn," Marketing Science, INFORMS, vol. 30(5), pages 881-902, September.
  34. Naveed, Tahir & Akhtar, Irum & Cheema, Khaliq Ur Rehman, 2012. "The Impact of Innovation on Customer Satisfaction and Brand loyalty: A Study of the Students of Faisalabad," MPRA Paper 53197, University Library of Munich, Germany.
  35. De Cannière, M.H. & De Pelsmacker, P. & Geuens, M., 2006. "The moderating impact of relational strength on the relationship between relationship quality and purchasing behavior," Vlerick Leuven Gent Management School Working Paper Series 2006-16, Vlerick Leuven Gent Management School.
  36. Buckinx, Wouter & Van den Poel, Dirk, 2005. "Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting," European Journal of Operational Research, Elsevier, vol. 164(1), pages 252-268, July.
  37. Kunter Gunasti & Hans Baumgartner, 2016. "The Asymmetric Effects of Positive Or Negative Experiences with an Extension on Low- or High-Equity Parent Brands: A Microtheoretical Notion," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 3(3), pages 126-143, December.
  38. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  39. repec:dgr:rugsom:06f07 is not listed on IDEAS
  40. Liao, Shuling & Cheng, Colin C.J., 2014. "Brand equity and the exacerbating factors of product innovation failure evaluations: A communication effect perspective," Journal of Business Research, Elsevier, vol. 67(1), pages 2919-2925.
  41. Hans H.Bauer & Maik Hammerschmidt & Matthias Braehler, 2004. "The Customer Lifetime Value Concept And Its Contribution To Corporate Valuation," Microeconomics 0402006, EconWPA.
  42. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
  43. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
  44. Massimo Riccaboni & Anna Romiti & Gianna Giudicati, 2011. "Co-experience Network Dynamics: Lessons from the Dance Floor," DISA Working Papers 2011/02, Department of Computer and Management Sciences, University of Trento, Italy, revised 28 Mar 2011.
  45. Malcolm Smith, 2009. "The impact of customer-related strategies on shareholder value: evidence from Taiwan," Asian Review of Accounting, Emerald Group Publishing, vol. 17(3), pages 247-268, September.
  46. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
  47. Nguyen Thi Tuyet Mai & Takahashi Yoshi & Nham Phong Tuan, 2013. "Technology acceptance model and the paths to online customer loyalty in an emerging market," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(2), pages 231-248.
  48. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
  49. repec:tiu:tiutis:52e91e47-4a2d-4e7b-bb23-3926b842ae30 is not listed on IDEAS
  50. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
  51. Paul-Valentin Ngobo & Jean-François Casta & Olivier Ramond, 2012. "Is customer satisfaction a relevant metric for financial analysts?," Post-Print halshs-00680003, HAL.
  52. repec:ipg:wpaper:2014-416 is not listed on IDEAS
  53. Ana B. Casado & Francisco J. Mas & Hans Kasper, 2006. "Explaining Satisfaction In Double Deviation Scenarios: The Effects Of Anger And Distributive Justice," Working Papers. Serie EC 2006-09, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  54. Jan Becker & Martin Spann & Timo Schulze, 2015. "Implications of minimum contract durations on customer retention," Marketing Letters, Springer, vol. 26(4), pages 579-592, December.
  55. Roland T. Rust & Peter C. Verhoef, 2005. "Optimizing the Marketing Interventions Mix in Intermediate-Term CRM," Marketing Science, INFORMS, vol. 24(3), pages 477-489, December.
  56. Oded Netzer & James M. Lattin & V. Srinivasan, 2008. "A Hidden Markov Model of Customer Relationship Dynamics," Marketing Science, INFORMS, vol. 27(2), pages 185-204, 03-04.
  57. Wagner A. Kamakura & Vikas Mittal & Fernando de Rosa & José Afonso Mazzon, 2002. "Assessing the Service-Profit Chain," Marketing Science, INFORMS, vol. 21(3), pages 294-317, February.
  58. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
  59. John Lipinski & Michael F. Walsh & Laura M. Crothers, 2011. "Brand communities: influencing organisations' identities and their perception of the business environment," International Journal of Business Environment, Inderscience Enterprises Ltd, vol. 4(4), pages 363-377.
  60. Andrés Musalem & Yogesh V. Joshi, 2009. "—How Much Should You Invest in Each Customer Relationship? A Competitive Strategic Approach," Marketing Science, INFORMS, vol. 28(3), pages 555-565, 05-06.
  61. Jaya Sangeetha, 2017. "Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(2), pages 1-4.
  62. Steven M. Shugan, 2006. "Editorial: Fifty Years of," Marketing Science, INFORMS, vol. 25(6), pages 551-555, 11-12.
  63. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
  64. Nematollah SHIRI & Davoud MOHAMMADI & Samira SAYMOHAMMADI & Ahmad REZVANFAR, 2013. "Factors Affecting Job Satisfaction Among Personnel Of The Jihad-E-Keshavarzi Organization Of Ilam Province, Iran," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(2), pages 76-85, June.
  65. Peter J. Danaher, 2002. "Optimal Pricing of New Subscription Services: Analysis of a Market Experiment," Marketing Science, INFORMS, vol. 21(2), pages 119-138, February.
  66. Mark Tanya & Niraj Rakesh & Dawar Niraj, 2007. "Using Customer Relationship Trajectories to Segment Customers and Predict Profitability," Research Memorandum 014, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  67. Atakan Yalcin & Lerzan Aksoy & Timothy L. Keiningham & Bart Larivière & Sunil Mithas & Forrest V. Morgeson III, 2012. "The Satisfaction, Repurchase Intention and Shareholder Value Linkage: A Longitudinal Examination of Fixed and Firm Specific Effects," EcoMod2012 4543, EcoMod.
  68. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
  69. Funches, Venessa & Markley, Melissa & Davis, Lenita, 2009. "Reprisal, retribution and requital: Investigating customer retaliation," Journal of Business Research, Elsevier, vol. 62(2), pages 231-238, February.
  70. repec:eee:jbrese:v:80:y:2017:i:c:p:218-227 is not listed on IDEAS
  71. (Sandy) Zhang, Sha & van Doorn, Jenny & Leeflang, Peter S.H., 2014. "Does the importance of value, brand and relationship equity for customer loyalty differ between Eastern and Western cultures?," International Business Review, Elsevier, vol. 23(1), pages 284-292.
  72. James G. Maxham, III & Richard G. Netemeyer & Donald R. Lichtenstein, 2008. "The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance," Marketing Science, INFORMS, vol. 27(2), pages 147-167, 03-04.
  73. Vardit Landsman & Moshe Givon, 2010. "The diffusion of a new service: Combining service consideration and brand choice," Quantitative Marketing and Economics (QME), Springer, vol. 8(1), pages 91-121, March.
  74. Ballings, Michel & Van den Poel, Dirk, 2015. "CRM in social media: Predicting increases in Facebook usage frequency," European Journal of Operational Research, Elsevier, vol. 244(1), pages 248-260.
  75. repec:spr:amsrev:v:5:y:2015:i:3:d:10.1007_s13162-015-0067-7 is not listed on IDEAS
  76. Karjaluoto, Heikki & Jayawardhena, Chanaka & Leppäniemi, Matti & Pihlström, Minna, 2012. "How value and trust influence loyalty in wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 36(8), pages 636-649.
  77. Sullivan, Ursula Y. & Thomas, Jacquelyn S., 2004. "Customer Migration: An Empirical Investigation across Multiple Channels," Working Papers 04-0112, University of Illinois at Urbana-Champaign, College of Business.
  78. repec:eee:jbrese:v:79:y:2017:i:c:p:181-188 is not listed on IDEAS
  79. Fouzia Ali & Hassan Raziq & Abdul Aleem & Shahrukh Latif & M.Arslan & Arsalan Shah Muhammad, 2011. "Customer Satisfaction and Islamic Banking in Pakistan," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 1(4), pages 89-96, November.
  80. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
  81. Robert W. Palmatier & Srinath Gopalakrishna & Mark B. Houston, 2006. "Returns on Business-to-Business Relationship Marketing Investments: Strategies for Leveraging Profits," Marketing Science, INFORMS, vol. 25(5), pages 477-493, September.
  82. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
  83. Fruchter, Gila E. & Sigué, Simon P., 2013. "Dynamic pricing for subscription services," Journal of Economic Dynamics and Control, Elsevier, vol. 37(11), pages 2180-2194.
  84. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
  85. Inger ROOS & Martin LÖFGREN & Bo EDVARDSSON, 2013. "Customer-Support Service From A Relationship Perspective: Best Practice For Telecom," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(2), pages 5-21, June.
  86. Rong Chen & Jianmin Jia, 2012. "Regret and performance uncertainty in consumer repeat choice," Marketing Letters, Springer, vol. 23(1), pages 353-365, March.
  87. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
  88. repec:spo:wpecon:info:hdl:2441/6143 is not listed on IDEAS
  89. anonymous, 2006. "Editorial: Thanks to the Many Individuals Who Make Publication of Possible," Marketing Science, INFORMS, vol. 25(4), pages 293-300, 07-08.
  90. Mª. Oviedo-García & Manuela Vega-Vázquez & Mario Castellanos-Verdugo, 2015. "CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 663-685, December.
  91. Sridhar Balasubramanian & Prabhudev Konana & Nirup M. Menon, 2003. "Customer Satisfaction in Virtual Environments: A Study of Online Investing," Management Science, INFORMS, vol. 49(7), pages 871-889, July.
  92. Sharad Borle & Siddharth S. Singh & Dipak C. Jain, 2008. "Customer Lifetime Value Measurement," Management Science, INFORMS, vol. 54(1), pages 100-112, January.
  93. Yang, Yingkui, 2014. "Understanding household switching behavior in the retail electricity market," Energy Policy, Elsevier, vol. 69(C), pages 406-414.
  94. Bruhn, Manfred & Georgi, Dominik & Hadwich, Karsten, 2008. "Customer equity management as formative second-order construct," Journal of Business Research, Elsevier, vol. 61(12), pages 1292-1301, December.
  95. repec:eee:reensy:v:147:y:2016:i:c:p:72-83 is not listed on IDEAS
  96. Zafar, Mohsin & Zafar, Sana & Asif, Aasia & Hunjra, Ahmed Imran & Ahmad, H. Mushtaq, 2011. "Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan," MPRA Paper 40690, University Library of Munich, Germany.
  97. Verhoef, P.C. & Antonides, G. & de Hoog, A.N., 2002. "Service Processes as a Sequence of Events," ERIM Report Series Research in Management ERS-2002-105-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
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